Medical Support Assistant (Advanced)

Summary

The Medical Support Assistant (Advanced) is in the VA Tele-Critical Care System. This position functions under the guidance of the Operations Nurse Manager/Assistant Nurse Manager. Tele-Critical Care (TCC) provides remote monitoring, consultation, and co-management of patients with critical illness in Intensive Care Units located in VHA and DOD. Services provided are 24 hours per day 7 days per week.

Learn more about this agency

Duties

Help

VA Careers - Medical Support Assistant:

Duties include but are not limited to:

The TCC Model of care is based upon a spoke and hub concept; the hub is the TCC support center located either in Minneapolis or Cincinnati and the spokes are the monitored sites. TCC includes satellite support center sites across the nation staffed with clinical nurses, physicians, and other support staff to assist in providing high level critical care access to veterans across the nation. The incumbent performs duties related to administrative duties, works in collaboration with clinical staff in the support center by answering phones, some data collection and retrieval, working on multiple technical

The AMSA is responsible for receptionist duties, customer service, managing of supplies, and other duties assigned for proper timely treatment of patients. The employee will screen phone calls in a courteous and timely manner, determine the nature of the request and provide information using privacy rules established by the VA. Works on multiple technical platforms: Computerized Patient Record System(CPRS), Joint Legacy Viewer(JLV), Veterans Health Information and Technology Architecture (VISTA), eCare Manager, Cerner, Outlook, and Windows. In eCare Manager they will input admissions, enter patient data, update Discharge List, complete transfers, and changes in patient status. The employee will be able to pull up APACHE reports, build reports and some data entry. They will be able to use and navigate with the camera function in eCare Manager.The AMSA will participate in team huddles and staff meetings.

They will work in collaboration with TCC educator to provide and precept new A/MSA or MSA orientation. 25%-50% of time will be spent in core doing direct patient care, and 50%-75% of the time will be on administrative time.

Additionally, the incumbent will be responsible for the following specific duties below as applies to TCC:

• Utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
• Communicate tactfully and effectively, by phone, in person and in writing with internal (at varying grade levels) and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.
• Identify customer's concerns, performs the task required to resolve the issue accurately and timely and follow- up as necessary to ensure a satisfactory resolution.
• Coordinate with other staff in trouble shooting equipment and technical issues
• Independently utilize reference sources, decision making and empowering the team to collaborate and resolve problems with a complex systems environment
• Ensure the availability of office supplies and uphold optimal workplace conditions.
• Manage and update resource materials, both digital and physical, to ensure they are accessible to all staff members. Train others and demonstrate the functionality of systems proficiently.
• Efficiently use computer equipment, including keyboard, mouse, multiple screens, and multiple computers simultaneously.
• Operate telephone systems effectively: placing and answering calls, managing hold, call parking, call transfers, and conducting conference calls. Solve problems and troubleshoot technical issues and make informed decisions and interpret data accurately.
• Organize tasks efficiently and communicate effectively in English, both verbally and in writing.
• Handle emergencies and time-sensitive situations continuously.
• Sustain focus frequently and pay precise attention to details.
• Manage a hurried pace of work activities and multitask effectively.
• Perform under emotional stress, maintain composure, and handle situations requiring judgment and adaptation of operational policies and procedures.
• Negotiate, motivate, redirect, and convince others as needed.
• Make quick and accurate decisions, evaluate situations, and draw on experience and knowledge.

Work Schedule : Days or Nights, Monday-Friday 2:30 p.m.-11:00 p.m. with occasional weekends and holidays.

Telework : Not Available

Virtual: This is not a virtual position.

Functional Statement # :91766VS

Relocation/Recruitment Incentives : Not Authorized

Permanent Change of Station (PCS): Not authorized

Requirements

Help

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements ( Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass pre-employment physical examination.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.

As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

Basic Requirements :

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
• Experience and/or Education
  • Experience. Six (6) months of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position. OR
  • Education. One year above high school. OR
  • Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• Certification. None required.

Creditable Experience:

(1) Knowledge of MSA Practices.

To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting

(2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.

(3) Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.

Grade Determinations : In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates:

Medical Support Assistant (Advanced), GS-6: One year of experience equivalent to the [GS-5] grade level. Experience at the GS-5 includes but is not limited to: collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and (makes adjustments as necessary). MSAs at this level develop (and/or) maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; [prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.

Assignment. The Advanced MSA [provides specialized and expert administrative patient support while working] collaboratively in an interdisciplinary coordinated care delivery model [ ]. [Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates] with the patient care team to review clinic [appointment availability] (utilization) [ ] to ensure that clinic [schedules are] closely monitored to effectively support the needs of the clinics, and [makes adjustments as necessary]. [MSAs at this level] develop [and/or] maintain effective and efficient communication with the patient, interdisciplinary [coordinated care delivery model teams] , VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; [prepare correspondence] to notify patients of normal lab results; [ ] manage a [ ] system for follow-up care such as consults, tests, etc.). Other assignments at this level include, but are not limited to: [processes incoming patient secure messaging through My Healthy Vet and coordinates with care team as appropriate; participates in] team huddles and team meetings to manage, plan, [problem solve, and follow-up with] patient [care by sharing information and collaborating with the interdisciplinary team]; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; [identifies incomplete encounters and communicates findings to providers; as needed; assists] the team to reinforce the plan of care and self-help solutions; [enters] appropriate information into the electronic record; monitors pre appointment information and/or requirements to assure readiness for patient visit/procedure; [manages patient systems] to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether [the patient requires an immediate appointment; informs team members] about shared patients ( [i. e ]., those who receive their care at multiple [VA centers] or those who [receive] care in the community) [ ]. For all [assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time].

In addition, the candidate must also demonstrate all of the below Knowledge Skills and Abilities:

1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.

2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.

3. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns.

Education

Qualifications Continue:

4. Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care.

5. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.

6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).

Additional information

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments.

Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Help

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.